About our opportunity We are looking for a 1st Line Service Desk Analyst to join our dynamic IT support team. If you have a passion for technology and a talent for troubleshooting, this is a great opportunity to provide technical support to internal staff across a variety of platforms. The hours: 40 hours per week (Monday – Friday, rotating shifts between 6am and 4:30pm) & Saturday & Bank Holiday Rota: 7am – 1pm (with additional pay) What you will be doing Be the first point of contact for technical assistance via phone, email, or ticketing system. Troubleshoot and resolve hardware, software, and network issues for end users. Escalate complex issues to higher-level support teams or other departments. Document technical issues, solutions, and troubleshooting steps. Educate users on IT best practices and basic troubleshooting techniques. Collaborate with the team to improve internal processes. About you Knowledge of Windows and MacOS systems. Experience with Office 365 (OneDrive, SharePoint), Active Directory, and Azure AD. Understanding of network fundamentals (LAN, WAN, DNS, DHCP, VPN). Experience with Intune and mobile device management. Proficient in troubleshooting hardware (laptops, desktops, printers, mobile devices). Basic knowledge of VoIP phones and softphone applications. Familiarity with endpoint security and cybersecurity best practices (MFA, password policies, phishing awareness). Full driving licence.